Cancelling before move-in
You can cancel your booking at any time before your scheduled move-in date by writing to us. Your $500 damage deposit is returned in full. Your $295 membership is kept (with the exceptions listed below — visa refusal, medical emergencies, bereavement, and similar).
Because rent is collected at move-in rather than at booking, there is no rent to refund if you cancel before your move-in date.
Cancelling after move-in (ending your stay early)
Once you've moved in, we ask for 30 days' written notice before your planned move-out date. That gives us time to find a good next resident and keeps the house running smoothly for your roommates.
Notice given 30+ days in advance
- You pay rent normally through your move-out date.
- Damage deposit returned in full within 10 business days of your move-out inspection, assuming the room is in good condition.
Notice shorter than 30 days
- You're responsible for rent up to whichever is sooner: (a) the 30-day notice period, or (b) the day a replacement resident moves in — at which point your rent obligation stops.
- Damage deposit still returned per the inspection.
If you break a fixed-term agreement
Fixed-term leases (e.g., a 6-month lease signed at move-in) follow the terms of that agreement. We always try to find a replacement quickly so the charge is limited to the overlap period only.
What's refundable at a glance
Exceptions — when we refund the membership too
Life happens. We refund the $295 membership in full (in addition to your deposit) in these cases, provided you send us reasonable supporting documentation:
- Visa or study-permit refusal — upload the refusal letter from IRCC (or the relevant embassy). We process these within 3 business days of receiving it.
- Medical emergency affecting the applicant or an immediate family member — hospital discharge summary, doctor's note, or similar.
- Bereavement in the immediate family — no documentation required beyond your written message.
- Program cancellation by your school or sponsor before you arrive — an email from the school is enough.
- Double-booking on our end — if we can't deliver the exact room you booked and the replacements we offer don't work for you, the full amount (deposit + membership + any add-ons) is refunded, automatically.
How to cancel
Send us a note
Email [email protected] or message your house manager on WhatsApp. Include your full name, the room name, and your move-in date.
Tell us the reason (briefly)
A one-line reason helps us route your request correctly and apply the right exception if one applies. If you're cancelling because of a visa refusal, attach the refusal letter. You don't owe us a long explanation.
We reply within 24 hours
You'll get a confirmation with the refund amount, the method, and the expected timing — usually the same or next business day.
Refund lands in your account
We refund to the original payment method. Stripe card refunds take 5–10 business days to show up, depending on your issuer. International bank transfers can take up to 10 business days.
When you'll actually see the money
- Card (Visa / Mastercard / Amex): 5–10 business days after we initiate the refund, depending on your bank.
- Interac e-Transfer: Same day, usually within a few hours.
- International bank transfer: 3–10 business days depending on the corridor.
- Damage deposit after move-out: We aim to initiate within 10 business days of the move-out inspection. You'll get the same timing above on top of that.
If something's taking longer than we said, write to us — usually it's a missed message or a bank reference number we need to re-send.
Still have questions?
Every situation is a bit different. If anything on this page is unclear, or if you're weighing a booking and want to know how cancellation would work in your specific case, just ask. We'd rather answer up front than have anyone feel surprised later.
Email [email protected], message us on WhatsApp, or use the contact form.